Product Analyst, Delivery Experience

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

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As a Produce Analyst, Delivery Experience, you will be at the epicenter of delivering Customer Success Products at ServiceNow, ensuring that Customer Success Delivery teams have the tooling, digital capabilities and intelligence at their fingertips to deliver standards-defining success experiences. 

You will partner closely with Delivery, Product, and Design teams to create and deliver on the product strategy for ServiceNow Impact. The most important contribution in this role will be to consistently deliver & maintain a healthy product backlog that is informed by customer and user insights. Every day will be a little different, but you will spend your time on the responsibilities noted below....  

What you get to do in this role:

• Be a key player in a destination team, driving mission critical work for ServiceNow customers and employees 

• Build the product backlog for industry-leading customer success tools leveraging ServiceNow technology 

• Work alongside Product Managers, Customer Success, and product engineering to define requirements that enable gold standard delivery experiences for our customer success organization 

• Support workshops/collaboration sessions with Customer Success to gather and define requirements as well as gather feedback on past releases  

• Focus on developing and iterating rapidly to stay in step with users’ needs, and the technology ecosystem 

• Define and prioritize the backlog of work for assigned projects, including the creation of epics and stories for new features, enhancements to existing features functionalities, and improving digital experience quality based on customer satisfaction or feedback 

• Become an expert on your product, provide guidance on how the latest innovations in technology can be applied to create next-generation customer success tooling. 

• Be a key contributor of the strategy and development of internal tooling to empower field staff, ensuring all solutions are designed with a clear understanding of their impact on service delivery and execution.

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

• 2-3 years of experience working as a Product Management Intern, Product Analyst, Product Owner, or technical Product Analyst in a software product company 

• Passion for technology and innovation to improve the way people work using our products and the possibilities that come from building world class customer experiences 

• Demonstrable curiosity, knowledge of design thinking approaches, aptitude for learning new technologies and ability to promote transformational change 

• Ability to make recommendations based on data and insights, while correlating business benefit  

• Experience creating digital experiences and / or tools in Customer Success or Customer Experience domains 

• Comfort presenting to audiences of your peers and stakeholders, desire to become a compelling storyteller 

•  Thrives working in a highly collaborative, fast-paced, environment 

• The ability to generate ideas for how our digital experiences can make our customers more successful 

• Prior history working with the ServiceNow platform preferred or ServiceNow Admin Certification (to be attained within your first 90 days)

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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